Any libraries use process improvement consultancy? Our campus has one on offer to units - https://www.uillinois.edu/cio... (please note that "business process" here means "how work gets done" not "how profits get made" or "money changes hands" ... examples like improved accuracy in entering new hire info).
I've heard the statement often "it makes xyz person a better administrator if they do hours in abc frontline service" - e.g. one can be a better library director if they are doing reference hours. Regardless of what you believe about this, does anyone know of any empirical studies on continued engagement in frontline work relative to admin quality?